Service Desk Analyst

• May 2022 - Present

Help Desk Analyst

• Aug 2019 - Jan 2022

• Troubleshot issues with Microsoft Windows 10 including default program assignments, hardware trouble shooting, and printer installation. • Troubleshot issues with Microsoft Outlook including formatting issues, tab creation and adjustment, and OST file creation. • Installed and managed in Microsoft Office programs per the user requirements. • Managed accounts for Webex and assisted in case of account lock out. • Managed accounts for KiteWorks secure email and troubleshot issues related to logging in, uploading files, and sending secured email. • Troubleshot issues related to Microsoft Teams including hardware set up. • Assisted users all over the world and worked with users through language barriers and time zone differences. • Managed user issues and watched for repeat issues in case a senior team needed to be contacted. • Created tickets in ServiceNow and documented user issues thoroughly. • Comfortable searching for IP addresses and flushing DNS cache. Show less

Help Desk 1

• Jun 2019 - Aug 2019

• Worked on an average of eight tickets per day. • Administered Microsoft office accounts including creating shared mailboxes, adding licenses to accounts for Business, Business Premium, and other office products. • Changed password for Microsoft outlook, office, and domain-centered accounts. • Become familiar with screen connect software. • Prepared tablets and smartphones for business use in bulk, including setting up numerous tablet-based kiosks. • Created kiosks in windows ten for new computers that will be administered remotely. • Acted as a liaison between clients and vendors while solving technical issues. Show less

Field Technician

• Apr 2019 - Jun 2019

• Assist in installing air-pressure devices used to count vehicle passes on roads. • Cut and coil tubing used for such equipment and affix that equipment to roads. • Remove air pressure devices from areas where thoroughfares no longer need monitoring. • Spot the primary technician on busy roads during more demanding equipment installation. • Assist in installing traffic cameras used to monitor vehicle pathways in monitoring traffic data. • Monitor videos of traffic to log traffic data into specialized counting equipment. Show less

Seafood Clerk

• Nov 2018 - Mar 2019

• Fulfill customer needs with excellent service including recommendations, understanding, and further guidance. • Remain knowledgeable of ShopRite sales and department pricing. • Ensure that food meets safety and quality standards through practices including temperature measurement, dish washing and sanitizing, and maintaining the cleanliness of the department. • Maintain the department as sole customer service provider and food preparer during most evenings. • Engage in occasional “up-selling” while remaining aware of customers’ pricing needs and goals. • Remain knowledgeable about seafood products. • Process and prepare various types of fish. Show less

Freelance Blogger

• Oct 2016 - Nov 2016

• Used Microsoft Word to write twenty-seven appealing and pertinent blog articles for DeckReady’s social media publications. • Published those articles using Word Press, and used Yoast SEO plugin to further prepare written articles to adhere to company standards such as grade-level, Flesch Kincaid score, and the ratio of sentences that contain transition words and phrases. • Expanded public topic availability for DeckReady by developing research on home maintenance and home improvement topics. • Used Google and YouTube to research proper methods for performing home improvement tasks. • Learned the methods and theories behind effective content writing while translating technical carpentry topics into digestible documents for nontechnical readers. • Enhanced DeckReady’s social media content and engaged with readers by writing unique blog articles with insight from the company’s editor. • Watched for comments on the written blog posts to direct DeckReady staff to potential customer sales. • Managed project deadlines and resources; ensured that blogs met language expectations set forth by DeckReady and ensured a successful project implementation. • Often worked independently with limited guidance or direction on blog article topics and was required to be self-motivated. Show less

Loader and Customer Service Representative

• Mar 2014 - Apr 2016

• Stayed up-to-date and knowledgeable on suitable options for USDA Plant Hardiness Zone 4 and 5 to assist customers with the purchase of plants suitable for the local region. • Performed online research about the plants offered in the Lowe’s Gardening Center using the company website and Google. • Provided information to customers on various Lowe’s products in order to provide customers with a memorable store experience. • Loaded plants, furniture, and home-remodeling accessories into customers’ vehicles. • Recorded inventory, reported inventory deficits, and stocked shelves with new arrivals. • Remained aware of and adhered to Lowe’s policies, procedures, and regulations pertaining to the safety and security of operating large equipment and machinery. • Spotted fork-lift drivers and other heavy machinery and their operators to ensure the safety of both colleagues and customers. • Occasionally performed cashier duties to assist colleagues during peak shopping times and retrieved carts from the parking lot before the next wave of customers. • Gained some familiarity with basics of Linux as the store computers ran on Linux. Show less

Junior Technical Writer/Copywriter

• Feb 2013 - May 2013

• Remained knowledgeable in the techniques of technical writing, business writing, and professional writing, including the preparation of technical documents, instructions, and associated media to audit health plan materials to meet CareFirst’s future business relationship needs. • Edited CareFirst’s health insurance plan brochures using Microsoft word. • Converted the brochures into a standardized template and format to reduce the amount of information and narrow-down the important content for a conversational approach using Microsoft word. • Improved readability, shortened sentences, eliminated redundancies for the health plan section by editing and formatting numerous documents. • Ensured all brochure language adhered to CareFirst’s conventions for punctuation, capitalization, and grammar. • Completed additional tasks such as collating documents and filing past CareFirst documents so that future staff could easily reference these documents if needed. Show less

Canvasser and Sales Representative

• Oct 2012 - Jan 2013

• Canvassed Baltimore area homes to market Starion Energy electricity provider services. • Learned, studied, and became an expert on the Starion Energy service offerings to explain Starion Energy billing to current and potential customers and “close” new customer deals. • Mapped out, planned, and managed an assigned canvassing territory to reach efficiently the maximum customer base possible. • Canvassed Baltimore area homes to market Starion Energy electricity provider services. • Learned, studied, and became an expert on the Starion Energy service offerings to explain Starion Energy billing to current and potential customers and “close” new customer deals. • Mapped out, planned, and managed an assigned canvassing territory to reach efficiently the maximum customer base possible.

Sales Associate

• Jun 2011 - Feb 2012

• Bookstore cashier during both the busy and calm seasons. • Took inventory, unpacked, and stocked textbooks; and helped students locate and buy textbooks for the semester's courses. • Received an award for identifying an attempted theft and convincing the thief to return hidden merchandise. • Bookstore cashier during both the busy and calm seasons. • Took inventory, unpacked, and stocked textbooks; and helped students locate and buy textbooks for the semester's courses. • Received an award for identifying an attempted theft and convincing the thief to return hidden merchandise.